Viggoslots Casino - Player has been accused of playing restricted games.

I deposited $20 on a 100% wager free bonus and got $20 from them. I played a game which is not stated as a game you cannot play while under bonus and won about $2800 i put in for a withdrawal for $2000 and kept playing with remaining money all over their site ie table games, live Casino, slots etc...i won a further $1000 played down to $1500 and stopped for the night, woke up to a email saying because i played prohibited games i will not process any funds and took away my withdrawal of $2000 and also my $1500 and left $20 in my account

this is very wrong as i won original amount on a game that i was able to play under bonus...

VERY VERY UNHAPPY 😡

Dear Stacey,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We believe that restricted games should be blocked, and this rule enforced at software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played.

Do I understand correctly that both withdrawals have been voided? Could you please forward your game history in Excel format to petronela.k@casino.guru?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I spoke to the casino last night, and because even thou after i thought id completed the bonus terms i had not as i went into a game that was as they call it forbidden before asking for my withdrawal. This resulted in them declining both my $2000 withdrawal and taking the $1500 i had in my account from me and leaving $20 which they say was my original deposit. I also feel that if these games are 'forbidden' you should have no access to them or maybe a warning tab should come up saying if you play this game your winnings will be forfeited....expensive lesson learned 😪

Thank you very much, Stacey, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Stacey,

I’m sorry to hear about your bad experience. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Viggoslots Casino to join this thread.

Dear Viggoslots Casino team,

Please note that we believe that a policy like this should be enforced at software level and the ‘forbidden’ games should be blocked. In other words, we believe that casinos shouldn't let players place bets on games that are not allowed to be played. Therefore, we consider punishing players for such a violation to be unfair.

That being said, we’d like to kindly ask you to reconsider your decision in this case.

We would like to ask Viggoslots Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Stacey,

Unfortunately, as we have not received any response from the casino, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’.

As we believe that games that are not allowed to be played during bonus play should be blocked at software level (i.e. casinos shouldn’t even let players play such games), the complaint will be marked as ‘Against fair gambling codex’.

I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.

The casino can reopen this complaint anytime.